Customer Service Representative - Claims

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Auburn Hills, MI

Meemic Insurance Company

Meemic exists solely to serve teachers and other school employees. Founded by teachers for the educational community, we’ve made it our mission to provide our members with outstanding service and high-quality insurance coverage. For personal auto, home, boat* or umbrella coverage, look to Meemic for agents who understand and appreciate all that you do. Best of all, by choosing Meemic, you’re also supporting fellow educators through The Meemic Foundation for the Future of Education, which provides exclusive educational grants for teachers.

keywords: work environment,compensation,about acg,claims,duties & responsibilities,support,goals,preferred qualifications,experience,knowledge,education,skills,abilities,communication

Individual Contributor

Competitive Compensation and Benefits Package

Overview: <span class="text" title=""><span class="text" title="">The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. <br /><br /></span></span>Work Environment: <span style="font-size: medium;">Work in a temperature controlled office environment.&nbsp; Ability to sit for the majority of the work day.&nbsp; Willingness and ability to work irregular shifts, including weekends and/or holidays</span><span id="requisitionDescriptionInterface.ID1513.row1" class="text" title="">. <br /><br /><span id="requisitionDescriptionInterface.ID1571.row1" class="text" title=""><span style="font-size: medium;">The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!</span></span><br /></span>
Responsibilities: <p style="margin-bottom: 0px; margin-top: 0px;"><strong><u>Primary Duties and Responsibilities (details of the basic job functions):</u></strong></p> <div><span style="font-size: medium;">Receive and process telephone calls and service requests from policyholders requesting claims information.&nbsp; Provide basic information to policyholders regarding claims benefits in accordance with the Customer Interaction Model.&nbsp; Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to policyholder questions in a timely manner.&nbsp; Promote understanding of claims process and procedures.&nbsp; Assist members by taking a basic claim report of loss as appropriate and refer to appropriate individual for follow-up.&nbsp; Provide immediate resolution to policyholder issues or refer to appropriate individual for additional assistance.&nbsp; Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.</span></div>
Requirements: <div id="requisitionDescriptionInterface.ID1470.row1" class="contentlinepanel" title=""> <div><strong style="font-size: 12pt;"><u>Preferred Qualifications:</u></strong></div> <div>&nbsp;</div> <p style="margin-bottom: 0px; margin-top: 0px;"><u>Education (include minimum education and any licensing/certifications):</u></p> <ul> <li>College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience</li> <li>Completion of formal claims training</li> </ul> <div>&nbsp;</div> <div><u>Experience:</u></div> <ul> <li>Working within a customer service environment</li> <li>Working within a call center environment</li> </ul> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul> <li>Claim processing including understanding policy/coverage terminology</li> <li>Insurance processing</li> <li>CPS/IPM/PISCES/FACTS systems</li> </ul> <span class="blockpanel"><span class="">&nbsp;</span></span></div> <div id="requisitionDescriptionInterface.ID1528.row1" class="contentlinepanel" title=""> <div id="requisitionDescriptionInterface.ID1544.row1" class="inlinepanel" style="display: inline;" title=""><span class="subtitle">Qualifications</span></div> <span class="blockpanel"><span class="">&nbsp;</span></span> <div><strong><u>Required Qualifications (these are the minimum requirements to qualify):</u></strong></div> <div><strong>&nbsp;</strong></div> <div><u style="font-size: 12pt;">Education (include minimum education and any licensing/certifications):</u></div> <ul> <li>High School Diploma or equivalent</li> <li>Completion of ACG approved training programs</li> </ul> <div>&nbsp;</div> <div><u>Experience:</u></div> <ul> <li>Navigating through a P.C./automated processing system</li> <li>Reading and comprehending various Customer Care service tools (procedure and/or process manuals, work models, etc.)</li> <li>Performing basic mathematical calculations</li> </ul> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul> <li>Telephone etiquette</li> <li>Strong interpersonal skills</li> <li>Effective listening skills</li> <li>Strong oral communication skills demonstrated through use of the customer&nbsp;<span style="font-size: medium;">interaction model</span></li> <li>Strong written communication skills (example may be required at time of interview) needed to respond to members/customers&rsquo; inquiries in a professional manner</li> </ul> <div>&nbsp;</div> <div><u>Ability to:</u></div> <ul> <li>Complete First Notice of Loss and Customer Care training and certification courses</li> <li>Learn and operate all claims systems and systems required to complete work assignment</li> <li>Service members according to the Customer Interaction service standards</li> <li>Communicate effectively with others in a work environment and with the public</li> <li>Work in a team environment to promote member/customer satisfaction</li> <li>Identify and resolve customer service issues/requests or transfer to appropriate Representative</li> <li>Respond to member/customer service, information or product requests</li> <li>Maintain accurate records</li> <li>Accurately enter information and data into computerized system</li> <li>Perform basic mathematical calculations</li> </ul> <br /><br /><span id="requisitionDescriptionInterface.ID1571.row1" class="text" title=""><span style="font-size: medium;"><strong>Important Note:</strong>&nbsp;The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.&nbsp; This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.&nbsp; Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.</span></span></div>